Why are no campaign emails being sent to customers?

Table of contents

• Overview
• Verify no emails have been sent
• Find the root cause
• The solution
• Variation: Not all customers received the first email
• The takeaway

Overview

If you notice that no campaign emails (emails from your communication profile) are being sent to your customers, we recommend the following steps to identify and resolve the issue.

Verify no emails have been sent

Start by checking if emails have indeed not been sent from your campaign.

1. Go to the Communication tab of your job (Classic Interface: the Selling tab). Navigate to the bottom of the page. Confirm if you have potential buyers listed. An email address is required to create a potential buyer. Learn how to upload a list of names into your photo job.
2. Check the Campaign Performance dashboard. If the delivery rate shows as zero, no emails have been sent. For example, if the job isn't activated, the system won’t send emails.

Find the root cause

Determine why the campaign emails were not triggered.

1. Have you completed Stripe Express account validation? Emails only send after successful validation.
2. Did you switch the job to selling between 9 PM and 9 AM? Emails won’t send during this time to avoid disturbing customers.

   Most campaign messages are sent at 9 AM. Expect a delay of 1–2 hours.

3. If using a group photo-only job with one access code, and a names list was imported, ensure notifications are set to "All customers" or "Customers with no photos available."
4. [Prepay only] For Prepay or Prepay+ jobs, ensure you use the correct campaign. For Prepay+, the correct campaign is "MUST USE—Prepay+ (With Access Code and Proofing Phase)."
5. If you switched the job to selling before adding the campaign, the trigger "When a job is set to selling" won’t reoccur. Emails won’t send, even if the campaign is later added.

The solution

Follow these steps to reactivate the campaign and trigger emails.

1. Remove the campaign by selecting "No Marketing Emails/SMS: To Notify Your Customers, Select a Profile," then click Save Settings.
2. Change job status to Archived, then back to Planning.
3. Duplicate the automated campaign.
4. Add the duplicated profile to the job on the Job Settings page, and click Save Settings. Ensure the correct profile is selected.
5. Switch the job back to selling. This resets the campaign and queues the emails for sending.
6. If 24 hours pass without emails being sent, send a manual one-time email via the Communication tab (Classic Interface: Selling tab). Learn how to send a one-time email.

Variation: Not all customers received the first email

The situation: The job was set to "Selling" before all potential buyers had photos. Those without photos didn’t receive the first email.

The root cause: Those potential buyers were technically part of the first email recipient list but were excluded due to no available photos. The system won’t resend emails to them.

The recommended solutions:

• Option 1: Use a different automated campaign. This will trigger emails for all potential buyers, including those who already received one.
• Option 2: Send a manual one-time message to only the affected parents. Upload photos to a separate album and use filters to target them via the Communication tab (Classic Interface: Selling tab).

Note: These steps are suggestions and may not resolve every case due to other technical factors.

The takeaway

To ensure campaign emails send properly:

• Validate your Stripe account
• Activate your job during email-eligible hours (after 9 AM local time)
• Configure and add the automated campaign before setting a job to selling
• Use manual emails if automation fails

Consistent checks and proactive campaign setup are key to successful email delivery.